Enneo uses previous customer correspondence to generate better response suggestions for new customer service requests. Since customer correspondences typically contain personal data within the meaning of §4 DSGVO, which come with special processing obligations, these are removed by an anonymization process. This process consists of 5 steps.
1. Anonymization Process Procedure
At the beginning, a highly advanced language model (LLM) is implemented, a form of advanced artificial intelligence. This model is specifically trained to efficiently analyze large quantities of text. It reliably recognizes patterns that indicate personal information in customer e-mails, such as names or contact details. Continuous updates and improvements ensure that the LLM is always up to the latest data protection standards and operates effectively.
2. Identification of Personal Data
The LLM thoroughly scrutinizes each email and identifies personal data such as names, addresses, telephone numbers, and email addresses. It uses advanced algorithms to recognize structures and patterns typical of such sensitive information. This step is crucial to ensure that no personal data remain unprotected.
3. Substitution with Null Values
Upon identification, personal data are replaced with neutral values such as “xxxx xxxx”. This process is carried out twice to ensure maximum security. This ensures that the original data cannot be reconstructed, guaranteeing a high standard of data protection.
4. User Interface and Manual Controls
A specially designed user interface permits secure access to the anonymized data. This interface is intuitively designed and allows employees to efficiently manage and monitor the data. Regular spot checks are carried out accordingly. These checks serve as quality assurance and ensure that the anonymization process is effectively and completely carried out. If necessary, corrections are made to uphold the highest data protection standards.
5. Data Protection and Security
The entire process is designed with a focus on the highest data protection and safety. The anonymization of customer data is a key component of our commitment to our customers’ privacy. We ensure that personal information cannot be used or viewed unauthorized in any way. This process complies with the latest data protection regulations and practices.